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But the report said residents praised carers as kind, caring and respectful of their dignity and privacy.

A Carewatch spokeswoman said: “Carewatch is determined to do everything in its power to ensure its St Helens care services are of the highest quality. Our own planned internal audit, undertaken simultaneously to the inspection, highlighted the issues identified by the inspector.

“Our team is working diligently to address all concerns raised. We have been working closely with the local authority and put an agreed action plan in place.

“Late or missed calls have been all but eradicated and rosters stabilised – ensuring better work planning and continuity of care - and a newly focussed recruitment drive is underway.

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“The branch is under the leadership of a new manager, supported by an experienced team comprising the regional director, two regional branch managers, new care coordinators and quality officers – who are out in the field reviewing care plans, risk assessments and monitoring care delivery.

“Existing staff have received additional training and extra auditing processes have been put in place. We continue to drive quality improvement and believe our customers recognise the substantial progress we are making.”